What users are saying about

8x8 Virtual Contact Center

6 Ratings
Score 7.5 out of 101

NICE inContact CXone

Top Rated
17 Ratings
Score 8.6 out of 101

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Likelihood to Recommend

8x8 Virtual Contact Center

It works well in the model which we're using it for which is an 'overflow' situation. It would work fine for people calling in and choosing various options to get routed to different groups. It is scalable and flexible to use for various workflows. What I can't speak to is the limitations of the scalability. So I can't speak to using this on a larger level.
Bryan Simms profile photo

NICE inContact CXone

If you want your call center to have flexibility, drive customer satisfaction because of really amazing cool stuff you can make decisions on, or give your agents really good data to work with when answering phone calls, inContact does it. scales well and I recommended for any size business.
Hans Hong profile photo

Feature Rating Comparison

Contact Center Software

8x8 Virtual Contact Center
8.8
NICE inContact CXone
Agent dashboard
8x8 Virtual Contact Center
8.0
NICE inContact CXone
Validate callers
8x8 Virtual Contact Center
9.0
NICE inContact CXone
Outbound response
8x8 Virtual Contact Center
10.0
NICE inContact CXone
Call forwarding
8x8 Virtual Contact Center
10.0
NICE inContact CXone
Click-to-call (CTC)
8x8 Virtual Contact Center
8.0
NICE inContact CXone
Warm transfer
8x8 Virtual Contact Center
9.0
NICE inContact CXone
Predictive dialing
8x8 Virtual Contact Center
8.0
NICE inContact CXone
Interactive voice response
8x8 Virtual Contact Center
8.0
NICE inContact CXone
Call scripts
8x8 Virtual Contact Center
9.0
NICE inContact CXone
Call tracking
8x8 Virtual Contact Center
9.0
NICE inContact CXone

Workforce Optimization (WFO)

8x8 Virtual Contact Center
8.8
NICE inContact CXone
Inbound call routing
8x8 Virtual Contact Center
10.0
NICE inContact CXone
Recording
8x8 Virtual Contact Center
9.0
NICE inContact CXone
Quality management
8x8 Virtual Contact Center
9.0
NICE inContact CXone
Call analytics
8x8 Virtual Contact Center
8.0
NICE inContact CXone
Historical reporting
8x8 Virtual Contact Center
7.5
NICE inContact CXone
Live reporting
8x8 Virtual Contact Center
9.0
NICE inContact CXone

Pros

  • Makes it easy for patients to get routed to additional employees to take their call.
  • Fairly easy and intuitive interface for staff to track calls taken, time required, and end result.
  • Has the flexibility to manage multiple workflows for multiple lines of business or needs.
Bryan Simms profile photo
  • Makes the process of feeding data into the system seamless
  • Can crawl the web and collect data from thousands of websites, essentially anywhere your brand is being talked about
  • Does a great job of collecting social media data
  • User friendly in terms of creating dashboards
Justin Sarni profile photo

Cons

  • For our business needs and workflow the Virtual Contact Center does not have sufficient deficiencies that warrant pointing out. We'd be nitpicking at that point.
Bryan Simms profile photo
  • Needs to reduce noise (ie advertisements) from data collected from around the web
  • Categorization is tedious and takes an extremely long time, especially with high volumes of data
  • Overall, the system runs slowly. Some days it's better than others.
Justin Sarni profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
NICE inContact CXone5.7
Based on 8 answers
We will most likely renew our use of Attensity because of our history with them. Overall it has been a good relationship, however we do feel as if we could be getting more value. A big initiative of mine this year is to start getting as much value out of the product as I possibly can.
Justin Sarni profile photo

Usability

No score
No answers yet
No answers on this topic
NICE inContact CXone7.0
Based on 1 answer
For the average user - it does what it says it will.
Onavie Boyce profile photo

Support

No score
No answers yet
No answers on this topic
NICE inContact CXone7.0
Based on 1 answer
They are responsive and helpful.
Onavie Boyce profile photo

Implementation

No score
No answers yet
No answers on this topic
NICE inContact CXone7.0
Based on 1 answer
The vendor supported implementation is likely the only solution that would have worked for us. We later moved the solution in house.
Onavie Boyce profile photo

Alternatives Considered

We made our decision over a decade ago and have not considered anything else since.
Ron Peri profile photo
Cosmo had zero support and growth flexibility
No photo available

Return on Investment

  • There are very few missed calls across 1/3 of our locations so we can safely state that customer service has improved across that group of locations.
  • Fewer missed calls leads to an increase in appointments scheduled which leads to more staff being booked and more revenue for the company.
Bryan Simms profile photo
  • Increased employee efficiency
  • Increase in number of opportunities identified
  • Helps understand our customer voice
Justin Sarni profile photo

Pricing Details

8x8 Virtual Contact Center

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

NICE inContact CXone

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details